Contact Center Operations Manager, Medicare

Winner of the Best and Brightest® Companies to Work for in Boston and in the Nation by the National Association for Business Resources (NABR) for the third consecutive year.

Join Our Dynamic Team and Make a Meaningful Impact!

As a key member of our leadership team, the Contact Center Operations Manager – Medicare Division oversees daily operations, ensuring exceptional service for our clients while optimizing efficiency and performance. This role is instrumental in driving growth, enhancing customer satisfaction, and fostering a positive, results-driven culture.

• Operational Strategy & Performance – Develop and implement strategies to enhance productivity, profitability, and revenue growth. Monitor KPIs and leverage data insights to drive improvements.
• Workforce Management – Lead forecasting, scheduling, and staffing to ensure optimal service levels. Manage volume surges and operational challenges proactively.
• Technology & Process Improvement – Implement new technologies and process enhancements to improve efficiency, compliance, and service delivery.
• Leadership & Team Development – Mentor and develop supervisors, oversee performance reviews, and foster a high-performance, mission-driven culture.
• Cross-Functional Collaboration – Partner with IT, HR, Finance, and Account Management to achieve strategic goals.
• Medicare Expertise & Training – Provide subject matter expertise and support training initiatives to enhance knowledge of Medicare processes and customer interactions.
• Client & Compliance Management – Ensure contract, policy, and regulatory compliance while maintaining strong client relationships and exceptional customer service. 

What We’re Looking For 

• Education: Associate degree in a related field or equivalent experience required; Bachelor’s degree preferred.
• Industry Expertise: 5+ years in contact center operations within healthcare, government, or human services.
• Leadership Experience: 5+ years of proven operations and people leadership, including 2+ years managing a remote workforce.
• Technical Proficiency: Experience with call center technologies (e.g., Five9, IVR, auto-dialer) and strong Excel skills for data analysis.
• Medicare Knowledge: Familiarity with Medicare program rules and regulations; Medicaid/MassHealth or SSI/SSDI knowledge is a plus.
• Operational Excellence: Proven ability to manage multiple business functions and lead teams of 50+ employees.
• Project Management: Strong organizational and communication skills, with a results-oriented mindset.
• Problem-Solving: Ability to make strategic decisions, foster collaboration, and drive continuous improvement.
• Flexibility: Willingness and ability to travel as needed (5-10%).

Why Join Us

• Make a Difference: Your work will directly impact the lives of low-income and disabled individuals, improving their access to vital benefits and services.
• Collaborative Environment: Work with a supportive team dedicated to the same cause and share your ideas to create positive change.
• Equal Opportunity: We value diversity and foster an inclusive work environment. 
• Professional Growth: We encourage personal and professional development and provide opportunities for advancement within the organization. 
• Competitive Compensation: Enjoy a competitive salary package with benefits.
• Flexible work options: Remote or Hybrid.
  
  

At this time, HFI will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (i.e. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization).

Our Massachusetts based starting salary for this role ranges from $80K – $120K annually.   The salary range does not reflect total compensation which includes base salary, benefits and other options.

EEO Statement

HFI is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. HFI is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. HFI will not tolerate discrimination or harassment based on any of these characteristics. HFI encourages applicants of all ages.

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